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master's thesis
PROCES UPRAVLJANJA KLIJENTIMA U BANKARSTVU
2017. urn:nbn:hr:112:327235
Rajič, Ivica
Polytehnic in Pozega
Social department

Cite this document

Rajič, I. (2017). PROCES UPRAVLJANJA KLIJENTIMA U BANKARSTVU (Master's thesis). Požega: Polytehnic in Pozega. Retrieved from https://urn.nsk.hr/urn:nbn:hr:112:327235

Rajič, Ivica. "PROCES UPRAVLJANJA KLIJENTIMA U BANKARSTVU." Master's thesis, Polytehnic in Pozega, 2017. https://urn.nsk.hr/urn:nbn:hr:112:327235

Rajič, Ivica. "PROCES UPRAVLJANJA KLIJENTIMA U BANKARSTVU." Master's thesis, Polytehnic in Pozega, 2017. https://urn.nsk.hr/urn:nbn:hr:112:327235

Rajič, I. (2017). 'PROCES UPRAVLJANJA KLIJENTIMA U BANKARSTVU', Master's thesis, Polytehnic in Pozega, accessed 09 May 2024, https://urn.nsk.hr/urn:nbn:hr:112:327235

Rajič I. PROCES UPRAVLJANJA KLIJENTIMA U BANKARSTVU [Master's thesis]. Požega: Polytehnic in Pozega; 2017 [cited 2024 May 09] Available at: https://urn.nsk.hr/urn:nbn:hr:112:327235

I. Rajič, "PROCES UPRAVLJANJA KLIJENTIMA U BANKARSTVU", Master's thesis, Polytehnic in Pozega, Požega, 2017. Available at: https://urn.nsk.hr/urn:nbn:hr:112:327235

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Metadata
TitlePROCES UPRAVLJANJA KLIJENTIMA U BANKARSTVU
Title (english)BANKING CLIENT MENAGEMENT PROCESS
AuthorIvica Rajič
MentorMario Hak (mentor)
Committee memberBerislav Andrlić (predsjednik povjerenstva)
Committee memberMario Hak (član povjerenstva)
Committee memberAntun Marinac (član povjerenstva)
GranterPolytehnic in Pozega
(Social department)
Požega
Defense date and country2017-09-11, Croatia
Scientific / art field,
discipline and subdiscipline		SOCIAL SCIENCES
Economics
Trade and Tourism
Abstract
Koncept upravljanja odnosima s klijentima zahtijeva stvaranje informacijske i tehnološke infrastrukture koja će bankama omogućiti komunikaciju s primjerenim klijentima, nudeći im primjerene proizvode i usluge po primjerenoj cijeni, putem primjerenog kanala, u primjereno vrijeme. Sam proces upravljanja odnosa s klijentima započinje stvaranjem znanja o njima, a rezultira interakcijama banke i klijenta koji joj omogućuju stvaranje dugoročnih, upravljivih i profitabilnih odnosa s klijentima. Iz konkretnog primjera Podravske banke može zaključiti kako Podravska banka bez obzira što je jedna od najstarijih i što je izrađena na stoljetnim temeljima tradicije ipak jako dobro primjenjuje suvremene metode upravljanja odnosima sa klijentima te ih konstantno i dalje usavršava. Podravska banka potiče kreativnost i inovativnost zaposlenika kako bi ostvarili potpuno prilagođenu ponudu za svakog svojeg klijenta.
Abstract (english)
The concept of customer relationship management requires the creation of an information and technology infrastructure that will enable banks to communicate with appropriate clients by offering them the appropriate products and services at an appropriate price through an appropriate channel at an appropriate time. The client relationship management process begins by creating knowledge about them, resulting in bank and client interactions that enable long-term, manageable, and profitable customer relationships. From a concrete example of Podravska banka, it can be concluded that Podravska Bank, despite being one of the oldest and having been built on centuries-old traditions, still applies the modern methods of customer relationship management and is continually improving. Podravska banka raises the creativity and innovation of employees to achieve a fully customized offer for each client.
Keywords
Keywords (english)
Languagecroatian
URN:NBNurn:nbn:hr:112:327235
Study programmeTitle: Specialist professional graduate study of Trade Business
Study programme type: professional
Study level: specialist graduate
Academic / professional title: stručni/a specijalist/ specijalistica ekonomije (stručni/a specijalist/ specijalistica ekonomije)
Type of resourceText
File originBorn digital
Access conditionsAccess restricted to students and staff of home institution
Terms of useLicence In copyright icon
Created on2017-09-25 07:39:36